Customer Service Representative

Summary

The job is for a Customer Service Representative at Thorlabs who will maintain profitable relationships with customers, ensure compliance with regulations, and provide world-class customer service. The position may require duties at other locations.

Requirements

• Meet company standards pertaining to quantity and quality of work performed on an ongoing basis
• Adhere to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments
• High School Diploma or equivalent

Responsibilities

• Establish and maintain profitable professional relationships with customers
• Ensure customer requirements are completely met
• Ensure compliance with ITAR (International Traffic in Arms Regulations) and other regulatory processes
• Set up customer accounts or assign the correct accounts to web orders for proper request processing
• Process order and quote requests accurately, maintaining an entry error rate no higher than 0.50%
• Present and discuss the products and services of the company to current and prospective customers
• Respond to requests via incoming telephone calls, emails, and chats
• Attend to customer questions, complaints, and concerns immediately and facilitate satisfactory resolution
• Organize workflow to meet customer deadlines as well as meets department goals and initiatives
• Understand and appropriately use the company pricing system and policies
• Process sales orders, quotes, and inquiries from customers in a timely and professional manner

Preferred Qualifications

Experience in a similar position preferred

Benefits

Offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement